ServiceNow Support Lead

Purview Services; Surat; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Purview Services is seeking an experienced IT service desk lead to provide technical leadership and ensure timely resolution of customer issues. You will work with cross-functional teams to drive process improvements and quality of service.

Key responsibilities include maintaining knowledge base articles, mentoring junior staff, and participating in a 24/7 on-call rotation to support customers and internal stakeholders.

Qualifications

• 5+ years of experience in IT services, preferably in a support lead role.
• Experience with ITIL processes and methodologies in service delivery.
• Strong communication and interpersonal skills with stakeholders and customers.
• Ability to analyze complex problems and develop creative solutions.
• Experience working in an on-call rotation model.

Responsibilities

• Provide technical support and leadership to the service desk team, ensuring timely resolution of customer issues.
• Collaborate with cross-functional teams to identify and implement process improvements, enhancing overall service quality.
• Develop and maintain knowledge base articles, contributing to internal documentation and training materials.
• Analyze customer feedback and suggest changes to processes or procedures that can improve customer satisfaction.
• Participate in on-call rotation, providing 24/7 support as needed.
• Mentor junior team members, promoting knowledge sharing and skill development within the team.

Skills

ServiceNow incidents & requests

Incident management

Problem management

Change management

Release management

ITIL processes

Communication skills

Mentoring & leadership

Education

ITIL Certification

Tools

ServiceNow

Job description

Roles and Responsibility

• Provide technical support and leadership to the service desk team, ensuring timely resolution of customer issues.


• Collaborate with cross-functional teams to identify and implement process improvements, enhancing overall service quality.


• Develop and maintain knowledge base articles, contributing to the development of internal documentation and training materials.


• Analyze customer feedback and suggest changes to processes or procedures that can improve customer satisfaction.


• Participate in on-call rotation, providing 24/7 support as needed.


• Mentor junior team members, promoting knowledge sharing and skill development within the team.

Job Requirements

• Minimum 5 years of experience in IT services, preferably in a support lead role.


• Strong understanding of ServiceNow platform, including incident management, problem management, change management, and release management.


• Excellent communication and interpersonal skills, with the ability to work effectively with customers and internal stakeholders.


• Experience with ITIL processes and methodologies, demonstrating a strong commitment to delivering high-quality services.


• Ability to analyze complex problems and develop creative solutions, exhibiting strong problem-solving skills.


• Experience working in an on-call rotation model, demonstrating flexibility and adaptability in a fast-paced environment.